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Why this module exists. Crisis communications during an incident is the dimension where most organisations underperform — leaving customers, regulators, employees, and the board in the dark while the technical response proceeds. This module covers the communication structure, the audience-specific messaging, and the regulatory-mandated communications that have hard deadlines.
Why this module exists. The technical incident response succeeds or fails on operations; the public perception of the incident succeeds or fails on communications. The two need parallel investment.
The five communication audiences
| Audience | Concern | Owner |
|---|---|---|
| Customers | “Am I affected? Should I act?” | Communications + Customer Service |
| Regulators | Statutory notification + cooperation | Legal + CISO |
| Employees | “How does this affect me? What do I tell people?” | HR + Communications |
| Board / shareholders | Governance, oversight | CEO + CISO |
| Media / public | Narrative, accountability | Communications + Legal |
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